Helpdesk Administrator
1 week ago
Job Title: Helpdesk Administrator
Job Summary: We are seeking an experienced Helpdesk Administrator to join our team at CBW Staffing Solutions. The successful candidate will have a proven track record of working within Facilities Management and will be responsible for providing exceptional customer service to our clients.
Key Responsibilities:
- Answer Help Desk calls and input into both client and the systems accordingly
- Raise reactive call outs, PPM visits and Quoted works
- Monitor the on Shared Mailbox and action emails as necessary
- Close all jobs accurately across systems, in time to meet their SLA
- Assisting staff with queries as and when required
- Raising reports to drive efficacy and performance
- Ad hoc reports required by the customer for specific information
- Assisting with producing necessary documentation for audits when required
- Assisting with filing and archiving
- Ensuring client portals are updated promptly with updates
- Obtaining stationary where necessary
- Support the requirements for Permits and submission.
- Managing multiple engineers' schedules – Reactive, PPM and Quoted
- Ordering of materials and plant hire / Raising purchase orders
- Liaising and chasing subcontractors/suppliers for schedule dates, organising with customers.
- General excellent administrative housekeeping– IE making sure any worksheets/Invoices are not only
- Uploaded to customer portals but onto internal systems. Any vital information on the job is attached.
- Invoicing of reactive and quoted tasks upon completion
- Ensure a full handover when going on Annual leave
- Review of hire list and ensuring off hired items are taken promptly
- Posting of letters and parcels
- Managing materials orders from order to delivery
- Invoicing of reactive and quoted tasks upon completion
- Administration of timesheets and ensuring accuracy of work completed
- Maintaining timesheets across two systems, ensuring MB numbers and hours match.
- Production of accurate and timely Invoices, ensuring costs incurred are accurately recovered.
- To be included in Team meetings with clients – To action feedback from these alongside the Manager.
- Ensure tasks are being attended within SLAs, if not communicating with the client
- Generate monthly reporting for the customer
Requirements:
- At least 3 years in the maintenance industry.
- Must be confident as you will be dealing with customer issues
- Knowledge of Scheduling Engineers daily routes.
- Knowledge of Prism/ Service Channel (Not as essential but would be useful)
- Knowledge of scheduling systems
- Must be able to invoice
- Knowledge of raising purchase orders
- Good communication skills as will be dealing with engineers & clients.
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